AI Solutions Lead, Customer Onboarding

What You'll Do

Avalara’s Customer Onboarding organization is scaling rapidly across professional services, managed support, assisted, guided, and self-serve implementation motions. We are seeking an AI Solutions Lead within Customer Onboarding Operations to oversee AI solution intake, tracking, and delivery from request to data access, prototyping, UAT, and production. This role exists to accelerate AI-enabled operational delivery, reduce manual work, and raise engineering standards across a globally distributed team.

How This Role Elevates Avalara

This role elevates Avalara by improving onboarding scalability, operational visibility, and customer experience across the implementation lifecycle.

The role will:

• Increase onboarding velocity through structured AI-assisted development and workflow automation.

• Deliver AI-enabled capabilities that improve customer onboarding efficiency and implementation insight.

• Raise team performance standards through technical leadership, mentoring, and strong ownership.

• Contribute to a culture of Bar Raisers who improve talent density and execution quality.

What Your Responsibilities Will Be

• Lead and manage the lifecycle of AI solutions for Customer Onboarding using platforms like n8n X3 and AI CoE tools, guiding AI Captains and Consultants from initial intake to production.

• Facilitate requirements generation for onboarding automation (e.g., CPQ-toimplementation handoffs, routing logic) and oversee AI Solutioning Intake Requests.

• Collaborate with Data Engineering to provision necessary data access (e.g., implementation records, Salesforce data) and manage key-pair authentication and security protocols for prototyping.

• Work alongside Business Owners to test solutions, validate outputs, and ensure seamless UAT for onboarding workflows. • Coordinate with the AI CoE Governance Board to ensure solutions meet Security, Legal, and Risk & Compliance standards before going live.

• Increase operational efficiency by embedding AI-assisted coding, testing, and architectural exploration into daily onboarding workflows

What You’ll Need To Be Successful

Success in this role will be measured by demonstrated business impact, onboarding scalability improvements, and AI-enabled execution outcomes, including:

• Reduction in manual onboarding operational work through AI-enabled automation and process optimization.

• Successful deployment and adoption of multiple high-impact AI solutions (e.g., improved backlog accuracy, automated reporting) from intake to production. 

• Measurable increases in engineering and operational velocity through AI-assisted workflows.

• Zero critical security, legal, or compliance issues for launched AI solutions due to proactive governance coordination.

• Positive stakeholder feedback regarding technical partnership, workflow orchestration, and operational leadership.

Required Qualifications:

• B.S. in Computer Science, Engineering, Information Systems, Business Technology, or related field.
• 5+ years of experience in technical program management, operations, software engineering, or cross-functional technical leadership roles, ideally within customer onboarding or implementation services. Demonstrated experience evaluating, selecting, and operationalizing AI tools (such as n8n, Atlassian Rovo, and Custom GPTs) within enterprise platforms, including agentic framework development.
• Proven ability to integrate systems using approved connectors or APIs and manage secure data flows end-to-end (e.g., Snowflake, Salesforce, Delinea Secrets).
• Strong workflow design skills, including prompt design, Large Language Models (LLMs), Retrieval-Augmented Generation (RAG) architectures, Model Context Protocol (MCP) integrations, multi-agent orchestration, human-in-the-loop reviews, and exception handling.
• Ability to architect solutions within defined system boundaries, applying secure engineering practices to manage tradeoffs such as latency, cost, autonomy, and accuracy

Avalara is an AI-first Company

AI is embedded in our workflows, decision-making, and products.  Success here requires embracing AI as an essential capability.

• You’ll bring experience using AI and AI-related technologies, ready to thrive here.

• You’ll apply AI every day to business challenges - improving efficiency, contributing solutions, and driving results for your team, our company, and our customers.

• You’ll grow with AI by staying curious about new trends and best practices, and by sharing what you learn so others can benefit too.

How We’ll Take Care Of You

Total Rewards 

In addition to a great compensation package, paid time off, and paid parental leave, many Avalara employees are eligible for bonuses. 

Health & Wellness 
Benefits vary by location but generally include private medical, life, and disability insurance. 

Inclusive culture and diversity 
Avalara strongly supports diversity, equity, and inclusion, and is committed to integrating them into our business practices and our organizational culture. We also have a total of 8 employee-run resource groups, each with senior leadership and exec sponsorship. 

What You Need To Know About Avalara

We’re defining the relationship between tax and tech.

We’ve already built an industry-leading cloud compliance platform, processing over 54 billion customer API calls and over 6.6 million tax returns a year. Our growth is real - we're a billion dollar business - and we’re not slowing down until we’ve achieved our mission - to be part of every transaction in the world.

We’re bright, innovative, and disruptive, like the orange we love to wear. It captures our quirky spirit and optimistic mindset. It shows off the culture we’ve designed, that empowers our people to win. We’ve been different from day one. Join us, and your career will be too.

We’re An Equal Opportunity Employer

Supporting diversity and inclusion is a cornerstone of our company — we don’t want people to fit into our culture, but to enrich it. All qualified candidates will receive consideration for employment without regard to race, color, creed, religion, age, gender, national orientation, disability, sexual orientation, US Veteran status, or any other factor protected by law. If you require any reasonable adjustments during the recruitment process, please let us know.